Service Relationship Officer (UAE Nationals Only)

Citi bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A global financial institution is seeking a skilled Service Relationship Officer in the UAE. This role involves managing client relationships, executing customer service activities, and ensuring compliance with regulatory requirements. Ideal candidates have 3-5 years of relevant experience and strong communication skills. The position offers full-time engagement and potential for career development within the organization.

Qualifications

• 3-5 years of relevant experience.
• Proficient knowledge of basic bank products such as deposit accounts and credit cards.
• Ability to work well with cross-functional teams.

Responsibilities

• Manage client account relationships and resolve inquiries.
• Execute customer service activities adhering to policies.
• Identify opportunities for service improvements.

Skills

Customer Service experience

Effective written and verbal communication skills

Influencing and relationship management skills

Quick learner

Good team player

Matured personality with initiative

Job description

Overview

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in providing full leadership and direction to a Customer Service team that perform customer service activities.

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

What you’ll do

• Client Account Relationship Management, review customer needs and pro-actively engage with the customer to validate the understanding of the needs and provide resolution based on customer needs.
• Responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide ongoing customer support.
• Advise CG customers to enrich the relationships by mobilizing additional funds and to be able to buy products/services.
• Review product penetration for the assigned client base, identify potential CG customers who can be sold tailored products to enhance product penetration.
• Ensure coverage of all the relationships through customer engagements.
• Compliance, Risk & Controls.
• Ensure coverage of all relationships through customer engagements, follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client onboarding, relationship management etc.).
• Identify opportunities for process/service improvements and volunteer in process improvement initiatives to help Business achieve its objective in Building Customer Satisfaction and Loyalty as well as operating efficiency.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• Continue to ensure that Compliance & Regulatory risks are adequately addressed and that the Business unit is in Audit ready state at all points of time.
• Accelerate delivery of service through Analytical thinking and Automation with focus on process simplification & Accuracy.
• Ensure that KYC/AML and other compliance norms are strictly adhered to.
• Identify opportunities for streamlining/straight-through/centralized processing so as to significantly improve the operating efficiency, reduce cycle time and costs.
• To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error‑free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement.
• Complete/follow-up documentation for client’s transaction/investment needs or due diligence purpose.
• Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

What we’ll need from you

• 3-5 years of relevant experience
• Customer Service experience, preferred
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
• Effective written and verbal communication skills
• Influencing and relationship management skills
• Quick learner, self‑starter, and should be able to take initiatives
• Good team player and should be able to work well with cross‑functional teams
• Matured personality with a high‑level of initiative, self‑driven, good time management and work integrity

Development Value

Service Relationship Officer will receive training, product & onboarding knowledge from branch-based experience, online training modules and centrally organised workshops. Also, will gain exposure to UAE and Global clients and have the opportunity to liaise with different departments within Citibank. This role will give a platform to develop a career path towards Relationship Manager roles.

Apply

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

Job Family Group

Customer Service

Job Family

Service

Time Type

Full time

EEO Statement

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.